Chapter 1

Question 1

What are the three major objectives of customer relationship?

Answer 1

• To establish and maintain a customer base
• To develop and maintain good relationships with customers
• To increase customer loyalty

These objectives aim to enhance customer engagement and satisfaction.

Question 2

List the eight best practices for building strong customer relationships.

Answer 2

• Understand your customers
• Personalize your communication
• Create value
• Reward customer loyalty
• Exceed expectations
• Communicate consistently and build trust
• Solve for long-term solutions
• Focus on short-term conveniences

These practices foster a more meaningful connection with customers.

Question 3

What are the basic elements of customer relations?

Answer 3

• Effective communication
• Responsiveness
• Empathy
• Personalization
• Consistency

These elements are crucial for fostering positive interactions with customers.

Question 4

What are the advantages of good customer relations?

Answer 4

• Gain valuable feedback
• Identify areas that need improvement
• Build strong customer relationships
• Lead to long-term profitability and growth
• Significant financial benefits

Good customer relations can enhance business sustainability.

Question 5

True or False: Customer relations is the same as customer service.

Answer 5

False

Customer relations encompasses broader strategies for maintaining customer loyalty and engagement, while customer service focuses on immediate assistance.

Question 6

What social factors influence customer service?

Answer 6

• Culture
• Norms
• Values
• Beliefs
• Opinions
• Emotions
• Social networks

Understanding these social factors can improve customer interactions.

Question 7

List 9 factors influencing the quality of customer service.

Answer 7

• Product quality
• Pricing
• Service excellence
• Response time
• Convenience
• Effective communication
• Timely delivery
• Personalized experiences
• Customer loyalty initiatives

These factors play a critical role in customer satisfaction.

Question 8

What are the key elements of good customer service?

Answer 8

• Put customer needs first
• Clarify the customer’s goals and roadblocks
• Prioritize quality over quantity
• Engage customers with genuine interest and enthusiasm
• Create accessible, omnichannel support options
• Troubleshoot collaboratively
• Ask for feedback and learn from customers
• Solve for long-term solutions

These elements contribute to effective and satisfactory customer service.